Refund policy

THE PIT / The Pit Box Co. – Kuwait wants you to shop with confidence. This policy explains how returns, exchanges and refunds are handled for purchases from `shop.thepitkw.com`. It is intended to operate alongside, and never reduce, rights that cannot legally be excluded under Kuwait law.

1. Standard return and exchange window
Subject to the conditions below, you may request a return, exchange or refund within 14 calendar days from the purchase date shown on your invoice. To start a request, email info@thepitkw.com with your order number, the item concerned, and the reason for the request.

To be eligible for a discretionary return or exchange, the item must be unused, in the same condition in which it was received, complete with original packaging, labels, protective materials, certificates and included accessories. Please do not return an item before we provide return instructions.

2. Limited-edition, personalised and collector goods
Kuwait’s Consumer Protection Executive Regulations provide that a return / refund does not apply where, taking account of the nature of the item and applicable custom, the item cannot be returned or refunded.

Accordingly, a change-of-mind return or exchange may not be available for goods whose nature customarily makes resale or return inappropriate, including made-to-order or personalised items, one-of-one and numbered collector cards, signed or authenticated memorabilia, limited-edition items with opened or altered protective packaging, and products specifically sourced or configured for you.

This paragraph does not exclude your rights where an item is defective, damaged on arrival, incorrectly supplied, materially not as described, counterfeit, or otherwise does not conform to the sale agreement or applicable law. Those matters will always be assessed individually.

3. Items that cannot be returned for a change of mind
In addition to the category above, a discretionary return may not be available for rapidly perishable goods, sealed hygiene-sensitive goods where the seal has been removed, or any other item where return is not permitted by its nature, applicable custom, or mandatory law.

For clothing and headwear, please retain all labels and avoid wear, washing, fragrance, smoke exposure, alteration, or any condition that prevents resale as new. A size request should be raised promptly after delivery; where an eligible size return or exchange is available, we will explain the available option before asking you to send the item back.

4. Faulty, damaged, incorrect or non-conforming items
If your order arrives damaged, is faulty, is not the item ordered, or does not match its description, contact info@thepitkw.com as soon as reasonably possible with your order number and clear photos or video of the issue. We may ask for additional information to assess the claim.

Where a remedy is due, we will arrange the appropriate solution in accordance with applicable law and the nature of the item, which may include repair, replacement, exchange, refund, or another lawful remedy agreed with you. We will not use this policy to waive a mandatory consumer right.

5. Return instructions and cost
Do not send an item back until THE PIT confirms the return method. Where a return is accepted because of our error, a defect, damage in transit, or non-conformity, THE PIT will provide or arrange appropriate return instructions. For another eligible return, the treatment of collection or shipping cost will be confirmed before dispatch and will not override any non-waivable right under Kuwait law.

6. Refund timing and method
Once a returned item is received and inspected, we will notify you of the outcome. Any approved refund will be made to the original payment method where possible, or by another method accepted by you. Processing time can depend on the payment provider and bank.

7. Promotions, gifts and card bonuses
Promotional gifts, including qualifying-order card bonuses, are supplied subject to stock and campaign terms. A promotional gift has no cash value. If an order is lawfully refunded in full, THE PIT may ask that any unused promotional gift be returned where this is permitted by law; this does not limit any mandatory remedy for a defective or non-conforming item.

8. Contact and complaints
For return, exchange or refund requests, contact info@thepitkw.com. If a disagreement cannot be resolved directly, either party may use the complaint mechanisms available under Kuwait consumer-protection rules.